FAQ:

Below you will find answers to our most commonly asked questions, and details of who to contact if you still need help.

Subscriptions & Trials

How much does it cost to access the Mindshine Pro content?

Here is some more information about our pricing structure and the different types of membership.

By purchasing Mindshine Pro, you automatically get access to all our content in the app. You can choose between two different access terms:

Monthly Subscription: This is a rolling monthly option. You get billed every month, at a cost of €9.99 (we are based in Germany. Your payment provider will convert to your local currency automatically).

3 Month Subscription. The same as above, but the term is 3 months. Because this is a bigger commitment, you get a discount. You will be billed €24.99 every 3 months.

—> For both access options, we offer you an additional 14-day money-back guarantee, not only for new purchases but also for renewals. For more information, see the question "I have bought a subscription and would like a refund?" further down on this page.

‍Apply for financial support:We know that our subscription plans are not affordable for everyone. We are convinced that our content and features developed by therapists and coaches are "worth the money" and at the same time we want to do justice to our mission and make them accessible to people who would otherwise not have the opportunity - for example because they are in a mentally, financially or socially challenging situation. If this applies to you, click here for more information and we will see what financial support options are available to you.

How do I purchase a subscription?

There are two different ways to take out a subscription. Firstly, you can take out a subscription directly via the App Store (for iOS) or the Google Play Store (for Android). In this case, payment and termination are also handled by the respective app provider. The other option is to purchase access directly via the Mindshine website. Voucher codes can currently only be redeemed via our web checkout.

How can I cancel my subscription?

If you are on iOS, please follow this link.

If you are using Android, please follow this link.

If you signed up using the web, please send an email to this address, with your user-ID.

When will my subscription end?

iOS users: Open the App Store. Tap on "My Account" or on your profile picture at the top right corner. Then tap on "Subscriptions".

Android Users: Open the Play Store. Tap on the profile icon at the top right. Then tap on "Payments & Subscriptions" and then on "Subscriptions".

Web users: Please send an email to this address, with your user-ID.

Can I test Mindshine Pro for free?

Yes - when you signup, you will be shown a payment screen after your onboarding. In the top right, there is a X (close) button. If you hit this, you will automatically enter a full-access trial for 7 days. After this is over, Mindshine will lock, and you will have to buy a subscription to keep your access.

How can I cancel my 7-day trial period?

As part of the Mindshine Pro 1 and 3 month subscription, we offer you a 7-day free trial period at its beginning. Within these 7 days, you can cancel any time in the App Store without having to pay a single cent. To cancel your free trial and with that also your yearly Mindshine Pro subscription, please follow this link if you are an iOS user or this link if you are an Android user.

The price of any subscription will only be charged once these 7 days have elapsed.

Do I have to cancel my free trial period?

Within our 7-day trial period, you can test the premium content of the app free of charge and cancel your access at any time.

If you like Mindshine and would like to keep your access, the payment method you have provided will only be charged after the 7 days have expired.

How can I cancel?

If you have purchased access to the app via one of the app stores, you can also cancel it yourself in the app store.

If you have purchased access to the app via our website, you can cancel your access yourself via your payment provider, or write us an email to mindshine@greator.com within the 7 days, including your user ID and your request. You can find your user ID in the profile settings of the app under "Personal details and subscription" at the bottom of the screen.

How and where can I purchase access to Mindshine Pro?

There are two different ways to purchase a subscription:

On the one hand, you can take out a subscription directly via the App Store (for iOS devices) or the Google Play Store (for Android devices). In this case, payment and termination are also handled by the respective app provider.

The other option is to purchase access directly via our Mindshine Web-Checkout . Coupon codes can currently only be redeemed via our web checkout.

Can I pause my subscription?

We do not currently offer the option of pausing subscriptions. However, you can cancel your annual subscription at any time and resume it at a later date without losing your previous training data.

How long does my subscription run for and when will it be renewed?

If you purchased it from one of the app stores, you can directly view the duration in the App Store/ Play Store:

Subscription via the Apple App Store: Open the App Store. Tap on "My Account" or on your profile picture at the top right corner. Then tap on "Subscriptions".

‍Subscription via the Google Play Store: Open the Play Store. Tap on the profile icon at the top right. Then tap on "Payments & Subscriptions" and then on "Subscriptions".

Subscription directly via our website: You can view all the information relating to your subscription and account directly in the app in your profile settings. Click on Personal details & subscription and then on Subscription details. Here you will see the duration of your subscription as well as the renewal date. You can cancel your subscription at any time up to 24 hours before the renewal date.

If the information relevant to you is not displayed here for any reason, please send us an e-mail and we will be happy to send you all the information. Please also let us know your user ID so that we can send you all the requested information as quickly as possible. You can find your user ID in your app profile under Settings → Personal details at the bottom of the screen.

Will my subscription renew?

Yes, your subscription automatically renews and you will be charged the normal amount unless you cancel before your subscription ends. If you have questions about your subscription, please reach out to us.

Login / Access issues, multiple devices:

I have purchased a subscription, but the content in the app is still locked.

This is our most common problem, and 90% of the time it is because users have upgraded an account on our website (Account 1), and then accidentally signed up again in the App with a slightly different account (Account 2). Account 1 is upgraded but logged out. Account 2 is logged in but not upgraded :(.

This is made worse due to features like "Sign in with Google" or "Sign in with Facebook", which automatically creates new accounts.

Example: If you have created an account on our website with the email myname@gmail.com, it is important to choose "login with email" in the app, and to use exactly the same email address on the login page.

If you use a different email address, you will create a second account. If you choose "Sign in with Google / Facebook / Apple" you will also create a second account.

If access is still blocked, please send us an email with your user ID and some information about your device (iOS or Android and brand or model, e.g. iPhone 13 Pro). If necessary, you can also attach screenshots or a screen recording. Our Customer Happiness Team will endeavor to resolve your problem as quickly as possible.

(You can find your user ID in your app profile under Settings → Personal details at the bottom of the screen).

Can I transfer my Mindshine subscription to a new phone and continue to use it?

Yes, this works without any problems. Simply log in on your new device using the method you selected at the beginning (e.g. via email, Google or Apple ID). All your completed exercises, past entries, statistics etc. will then be displayed on both devices and saved in your profile.

‍For iOS/ registration via Apple ID: Please note that the Apple ID with which you are logged in, must be the same on all devices.

Please note: it is very important you sign in to your new device with the same details that you used when originally signing up for Mindshine. Otherwise you will create a second account, which will not have your training history, and will also not be unlocked if you have already purchased Mindshine Pro.

If this happens, do not panic, all your data is stored securely in the cloud, you just need to logout, and log back in with the correct details.

I have logged into Mindshine on a new device, but the content is locked. What can I do?

This is a common issue. You may have accidentally registered a new account instead of logging into your existing Pro account.

Please make sure that you are using the same method you selected at the beginning to log in on the new device (e.g. via email, Google or Apple ID). This means using exactly the same email address, and the same method.

I.e:

Login with email: myname@gmail.com is Method 1, Email 1
‍
but

Login with Google: myname@gmail.com is Method 2, Email 1

and this will accidentally register a new account, and an account that has not been upgraded to Pro.

If you are still using your old device, you can easily check whether the user IDs on both devices match. You can find this in your app profile under Settings → Personal details at the bottom of the screen.

‍For iOS/registration via Apple ID:Please make sure that the Apple ID you are signed in with is the same on both devices.

If you continue to experience problems, please send an email (including your user ID) to our Customer Happiness Team and describe your issue(s) as clearly as possible. This will help us find a better solution, much faster.

I switched my phone and now cannot seem to login anymore.

Please make sure that you use the same method to login, that you selected when you first signed up for Mindshine (e.g. via email, Google, or Apple ID).

If you continue to experience problems, please send an email (including your user ID) to our Customer Happiness Team and describe your issue(s) as clearly as possible. This will help us find a better solution, much faster.

If you no longer know your user ID, then providing old payment receipts, for example, can help us locate your account.If an error message occurs, please also send us a screenshot of it. Our Customer Happiness and developer team will use all of this information to fix the problem as quickly as possible.

Can I use Mindshine on several devices (i.e. my phone and my iPad)?

Yes, you can. Simply log in on both devices using the method you selected at the start (e.g. via email, Google or Apple ID). All your completed exercises, past entries, statistics etc. will then be displayed on both devices and saved in your profile.

‍Please note for iOS/registration via Apple ID:Please note that the Apple ID with which you are logged in on both devices must be the same.

Technical Issues

My app is crashing, what should I do?

This usually happens because your phone gets an update that clashes with the Mindshine software. This happens quite frequently and is why we update the App so often.

We first recommend uninstalling/reinstalling the app and restarting your device.

If the issue still persists please contact our support team with your User ID and device type (iOS or Android).

(You can find your user ID in your app profile under Settings → Personal details at the bottom of the screen).

My app is being slow, what should I do?

This is most likely a network issue. We recommend disconnecting from and reconnecting to your WiFi, then restarting your device.

If the issue still persists please contact our support team with your User ID and device type (iOS or Android).

(You can find your user ID in your app profile under Settings → Personal details at the bottom of the screen).

Account & Notifications

Where can I see my account info?

You can view all information about your user account directly in the app.

Click on Profile → Settings (top right) → Personal Details & Subscription.

Here you can view all the information about your user account, change your password, see the expiration date of your subscription and find more information about your account under “Personal Details & Subscription”.

What happens to my training data after my subscription ends?

All your training data will be retained and can be viewed in your profile history. So, if you decide to subscribe again at a later date, you can pick up right where you left off.

Please note that if you delete your account, all your training data and achievements will be irrevocably deleted.

What is the content of your newsletter and how can I subscribe?

If you’re interested at all in mental health topics or learning how to become happier overall, you should definitely subscribe to our newsletter. We provide you with helpful techniques, exercises to try, and important information about the latest mental health topics.

We'll also keep you up to date with new content & features and send you exclusive discounts.

On the right side of this page you can sign up to our newsletter

How can I unsubscribe from your newsletters?

At the end of all our newsletters you will find a link: "unsubscribe from this list" If you click on it, you will not receive any more newsletter emails from us in the future.

How can I access my previous inputs?

Click on the profile section at the bottom right of the app. Here you can see a list of your successfully completed exercises and Mood Tracker entries in the “journey” tab. If you click on a specific exercise, you can also read your previous inputs again.

How can I delete my account?

Navigate in the Mindshine App to Profile (bottom right) -> Settings (top right) -> Personal Details. There you can delete your account. Please remember that you still have to cancel your subscription, if you have one.

Where can I find my User-ID?

Navigate in the Mindshine App to Profile (bottom right) -> Settings (top right) -> Personal Details. On the bottom you can find your User ID.

How can I change my password? (or forgotten password)

(1) Change password if you are still logged in:

In the Mindshine app, navigate to Profile (bottom right) -> Settings (top right) -> Personal details -> Change password.

(2) Reset password if you are no longer logged in:

‍Please double check first: Make sure you tried to log in the same way you re-registered. So if you registered via Apple ID, it is important to select "Log in via Apple ID" again when you log in again.

As the password is managed by the respective third-party provider in the case of registration via Apple ID, Google or Facebook, this answer is only relevant for users who have registered with us via email address.

If you have chosen the correct method and have simply forgotten your password, simply send us an email with your request to mindshine@greator.com.

In order to find your account, we need some kind of clue. This could be a screenshot of an old payment receipt (incl. transaction ID), your user ID or the e-mail address you used to register.

How do I turn on/off the notifications?

Navigate in the Mindshine-App to Profile (bottom right) -> Settings (top right) -> Notifications & Feedback. There you can turn on and off the different notifications. If you don't receive any notifications even though they are turned on, please check the settings on your device.

Data Privacy & Protection

Where does my session input get saved and stored?

We appreciate your care to understand how your personal information and data is handled in our app. We would like to address your concerns and provide you with the necessary information.

1. Storage of data

Regarding the storage of personal information such as entries in the exercises (e.g. journaling, masterclasses) and all other features (e.g. the mood tracker), we take the security of your data very seriously. We have implemented robust measures to protect your information from unauthorized access. These measures include encryption protocols, secure servers (all data is stored on our e-server) and regular security audits. In the event of a hacker attack, we have systems in place to detect and respond to such incidents to minimize potential data leaks.

2. Access to your data

In the app, no one but you has access to your entries or data. As mentioned in our privacy policy, we receive and store the information that you knowingly provide to us in order to make it available to you for later inspection. This refers to data that you voluntarily provide in the app, such as your text entries or images uploaded instead. This means that if you click on your history in your app profile, you can view your entries for completed exercises or past Mood Tracker entries again. So: All your entries in text fields in our app (whether as part of an exercise, the Mood Tracker, a masterclass, etc.) are saved in your user profile, but can only be viewed by you in your exercise history in your app profile.

Access to other user information is strictly limited to authorized internal company personnel and relates exclusively to information that is necessary for the provision of our service: e.g. whether your subscription is still active, which sessions, courses or masterclasses have been started and any user rating given (from 1-5 or thumbs up/down). Insight into this data helps us to improve poorly rated or unused content or our product as such.

We are committed to using your data responsibly and in accordance with our privacy policy. We only use the information you provide to improve your user experience, develop our services and personalize content where applicable. We do not sell or share your data with advertisers or other external companies for marketing purposes.

You can find more information about our data protection and our terms and conditions here

Training & Coaching

How can I start a Course from scratch?

Open the coaching plan you want to restart -> tap on Settings (top left) -> tap on "Start all over again".

Payments & Invoices

Which payment methods are accepted on the Mindshine webpage?

You can currently purchase the Mindshine Pro subscription on our website via Paypal or credit/debit card. This applies to both the annual subscription and lifetime access

Can I upgrade from my annual subscription to lifetime access?

Lifetime Mindshine Pro access can be purchased at any time.

If you have an active yearly subscription, you can easily upgrade.The cost of a previously purchased subscription cannot be applied to the lifetime upgrade.

However, if you have a current annual subscription, we offer you a special upgrade discount. Your entire history and statistics will be transferred to your lifetime access. Once you have purchased your lifetime subscription, there are no further costs for using Mindshine.

How you get your upgrade depends on which platform you purchased your current subscription on.

1. If you purchased your current subscription via the app storeIf you purchased your annual subscription via one of the app stores (Apple or Google Play Store), you must first cancel it via the respective platform. Unfortunately, they do not give us the option to do this for you. For the Apple Store, follow this link, for Android/ Google Play, please follow this link. Then send us an email with your request to our Customer Happiness Team and we will send you a link for your account, which you can use to easily upgrade yourself.

2. If you purchased your current subscription via the Mindshine website If you purchased your current subscription via our website, you do not need to cancel it. The upgrade automatically extends your access for life!

Simply send an email with your request and your user ID to our Customer Happiness Team and we will send you a link to your account so that you can easily upgrade yourself.

I want a refund and I'm in the 30-day money back period of my subscription. What should I do?

If you purchased through Google Play or the Apple store please click those links to begin your refund process. If you purchased through our website, please send us an email that includes your User-ID.

I have bought a subscription and would like a refund?

I forgot to cancel: If you have forgotten to cancel, we offer you a 30-day money-back guarantee not only for purchases but also for contract renewals. Simply send us an e-mail with your user ID and billing information (e.g. a screenshot, invoice ID, etc.)

‍Something else: If your refund request is of a different nature, send us an email directly to our Customer Happiness Team describing your case. Please send us as much information as you can so that we can process your case in the best possible way, preferably including your user ID and billing information (e.g. by means of a screenshot). If you can no longer see your user ID, for example because you have already deleted the app or your account, all other information about your payment will also help us (e.g. screenshot of the payment, that you paid via Paypal and which email address you use on Paypal, etc.).(You can find your user ID in your app profile under Settings → Personal details at the bottom of the screen).

My discount code does not work. What can I do?

Currently, you can only redeem discount codes on our website.If there are any problems here for any reason, please send us an email and let us know the code and your user ID. You can find this in your app profile under Settings → Personal details at the bottom of the screen

What can I do if I can't afford Mindshine?

In general, there are several ways to get access to Mindshine Pro:

Through another organisation or institution:

such as your employer, university, health insurance or your fitness provider (e.g. fitness or yoga studio).

If a partnership does not yet exist, please send us an e-mail to monika@mindshine.app with the contact data responsible contact person and we will be happy to get in touch

.Private purchase:

We know that our subscription prices are not affordable for everyone. Nevertheless, we want to live up to our mission: If you can't afford the Mindshine Pro subscription, but you feel that Mindshine can help you on your way to a happier you, here is an opportunity to apply for a individual discount on a Mindshine subscription.

Please note that as a startup company, Mindshine has taken investment in order to bring our product to market. We are not a charity, and we do not receive any public funding.

We believe our paid product is "worth the money", however, "worth the money" means different things to different people. If you feel you would benefit from a Mindshine Pro subscription, but do not feel you can afford it, please write us a message, explaining your situation.We will consider each application individually, and contact you to explain our decision.Follow this link to send us your application.

I accidentally bought a subscription or forgot to cancel it. What can I do?

iOS Users: This needs to be handled through the Apple App Store. Here is a link to the relevant part.

Android Users: This needs to be handled through the Google Play Store. Here is a link to the relevant part.

Web users: Please send an email to this address, with your user-ID.

If you are not able to find an answer to your problem, you can open a ticket with Mindshine support, by emailing us at this address.